SAP CRM 7.0 EhP1: Contact Attached Data available for Alert and Rule Modeler
Before a call is finally routed to the agent, some interesting information may have been collected through Interactive Voice Response (IVR) or Communication Management Software (CMS) as Contact Attached Data (CAD). For example customer language, order number, etc. In SAP CRM 7.0 EhP1 you can use these CAD data to fill alert texts.
To make the CAD data you are interested available in the Alert Editor and Rule Modeler, you need to follow steps below to do the customizing:
- Define CAD profile and enable CAD attribute for fact gathering
- Define CAD attribute in the ERMS attribute repository
- Assign CAD profile value to the business role
After you finish the customizing, you can then insert the CAD attribute you just defined in the Fact Base attribute list. Please see the screenshot below:
Picture 1: CAD attribute available in Alert Editor
In the screenshot above, you can see that the alert aims to inform the agent the order number. Next you will go to Rule Modeler to define Rule Policy:
Picture 2: CAD attribute in Rule Modeler
As defined in the rule policy, the alert created above will be triggered when the order number is greater than 8000002300, which is assumed as the starting number of service requests.
Then a customer is calling in and wants to talk about the service request 800002322. The agent is supposed to see the alert once confirm the business partner according to the rule policy. And yes we did. 🙂
Picture 3: Alert containing CAD Attribute Displayinging to the Agent
There is also a video Contact Attached Data available for Alert and Rule Modeler showing the whole process from creating the alert to displaying the alert on agent’s screen. Please feel free to watch.